MTN Nigeria Massive Graduate Recruitment, June 2017

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

 Massive Graduate Recruitment at MTN Nigeria, June 2017
We are recruiting to fill the vacant job positions below:


Job Title:  Officer, Customer Support
Core purpose of the Job

• Ensure top quality customer support in all areas of key account management

Education

• First Degree or equivalent in Social or Management Science Course 
• Membership of Professional Customer Service/Relations associations will be an added advantage 

Experience

• Minimum of 3 years’ experience in an area of specialisation; with experience working with others 
• Account Management 
• Customer Service/Relationship 
• Experience in a customer service environment in the telecommunications industry. 
• Reporting and advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word 
• Debt Management and Revenue Collection experience 
• Fault resolution and issue escalation 

Job Summary

• Ensure minimal customer churn on managed accounts 
• Constant analysis of Managed customer database for Revenue and Debt management 
• Ensure maximum collection of ALL invoices as at when due 
• Work with product, UAT and support teams to validate new products, new systems and upgrades 
• Generate relevant reports as required by the business 
• Ensure Quality Assurance and prompt invoice delivery 
• Analysis of customer requests for prompt resolution 
• Ensure end-to-end account management for Enterprise customers 
• Liaise with support teams (within and outside the unit) in order to resolve any customer identified issue 
• Perform Service fulfilments for Enterprise customers 
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape. 
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values. 

 

 

Job Title: Customer Relationship Officer (TQM)
Core purpose of the Job

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location

Education

• First degree (BSc or HND) in any relevant discipline 

Experience

• Minimum of 3 years’ post degree experience 
• Customer Service experience 
• Experience in the Telecoms/Service industry 
• Microsoft Office suite 
• Research/Insights skill 
• Experience in a call center environment 
• Forensic Auditing skills 
• Effective communication skills 

Job Summary

• Facilitate the development of team and individual quality and performance standards. 
• Assist in monitoring and benchmarking performance across and within teams. 
• Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey. 
• Calibrate calls within the Online Assistance Centre to ensure compliance to quality management metrics. 
• Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards. 
• Conduct quality gap analysis. 
• Conduct mystery shopping for the customer touch points. 
• Deliver quality assurance (QCG) training for customer care representatives. 
• Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented. 
• Analyse customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions. 
• Collaborate with business users to define processes that meet business needs 
• Work with business unit and IS team to define and design user systems architecture. 
• Ensure the availability of all required systems 
• Develop and define IT requirements to support process and system changes 
• Plan and manage the development and maintenance of required user systems 
• Prepare and execute testing plans to ensure high quality results. 
• Create detailed functional design documents for conversions, interfaces, and reports 
• Work with user departments to define roles and access rights to be created for all users in line with business requirements 
• Ensure proper documentation of all user systems and provide user guides for new and/or modified systems 
• Engage with vendor service support groups to bring resolution to system performance or other processing issues 
• Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution 

Job Title: SM Lifestyle Products
Core purpose of the Job

• To position MTN Nigeria at the forefront of technological innovation within the telecom’s sector, through the development and support of MTN-branded, and 3rd Party content, portals and services that will attract and retain customers, grow ARPU and create new revenue streams 
• To manage the lifestyle product and service lifecycle which includes enhancements of existing products and services 
• To assist to analyse market data and customer insight to identify profitable opportunities, make decisions, develop the roadmap and collaborate with strategic partners to deliver world class lifestyle solutions that capture market share, drive optimal customer engagement and increase revenue. 

Education

• A first degree or post-graduate diploma in Marketing, Accounting, Business Administration or a related discipline. 
• A first degree or post graduate diploma in Engineering and/or Design 
• Training and certification in project management 

Experience

• At least 10 years’ experience which includes: 
• 5 years in product Development and management experience in a Telecommunications- related environment. 
• Minimum of 3 years’ experience in advance Project Management. 
• Minimum of 3 years’ experience in co-coordinating a number of external agencies and suppliers 
• Minimum of 3 years’ experience in dealing with senior stakeholders within an established organization. 

Job Summary

• Work with management and other key contributors and stakeholders to manage the translation of the Digital Product Development strategy into a Lifestyle innovation strategy, roadmap and product portfolio mix, and communicate these effectively with the team; 
• Manage and enforce all subscription business rules on HSDP, Play, charging and other VAS platforms. From access channels to product fulfilment. 
• Manage the Lifestyle product lifecycle from concept to developing detailed product specification to completing a smooth launch and monitoring and optimising future iterations to drive optimal customer engagement and revenue from Lifestyle platforms ( 
• Increase Lifestyle performance and grow the portfolio and its contribution to the overall revenue of MTN Digital, ensuring that MTN maintains its position as a world class leader in Lifestyle products and services; 
• Collaborate with Solutions Delivery team to create strategies and plans by which technology will be developed or adapted to meet market needs and leverage opportunities; 
• Ensure products meet and exceed the highest processing standards including cost, revenue, security, technical precision and scalability. 
• Monitor and analyse new Lifestyle related technology trends and innovations, make recommendations to management on their potential applications to the business and use data analytics to inform product development decisions; 
• Ensure trends and patterns pertaining to customer requests and needs are identified and used to continually improve all aspects of product and service delivery. 
• Drive best practice, continuous improvement and innovation of products, services, processes and procedures within the Lifestyle portfolio and across MTN Digital to ensure competitiveness. 
• Drive research on various platforms and document competitive social, monetization and game features and ensure that optimal content is sourced for various target markets; 
• Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines around Lifestyle content; 
• Lead the establishment and maintenance of Lifestyle quality/process standards that will enhance the customer experience and cost efficiency. 
• Manage the Lifestyle hierarchy, usability, and users’ requirements and needs. 
• Maintain a strong understanding of the marketplace and current and evolving opportunities for mobile operators and other industries with regard to content. 
• Supply and co-ordinate resources for development of products to address existing market segment needs 
• Drives successful launch of content, and participates in key sales situations and events for these services. 
• Develop new business models and solutions for new and existing Lifestyle products 
• Introduce, customize and enhance new products and services 
• Proffer solutions that can withstand exposure to a fluctuating market in the long term 
• Develop flexible means of response to changing needs 
• Develop products & service using multiple technologies to actualize company mission 

Job Title: Senior Manager, Business Analysis & Planning
Core purpose of the Job

• To drive policies and procedures that monitor and support the organization’s planning and business case development process by providing analysis and advice to Management in the areas of marketing campaigns, analytics, churn management, revenue enhancement, pricing and tariff administration/controls.

Education

• First degree in Accounting, Finance, Statistics or Economics 
• A Master’s degree, preferably an MBA 

Experience

• 10 years working experience which includes: 
• 5 years managerial experience in commercial planning and pricing function preferably in telecom industry. 
• Extensive knowledge in leading and delivering on market sizing, forecasting and strategic business planning model. 
• Worked across diverse cultures and geographies advantageous 
• 3 years business planning experience in the telecoms environment or FMCG 
• Proven track record of developing and implementing pricing models, structures and business cases. 

Job Summary

• Developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimisationetc), to drive efficiency gains. 
• Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy 
• Serve MTNN’s customers and provide solutions to improve the customer experience. 
• Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand 
• Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue. 
• Drive an increase in MTNN’s Net Promoter Score 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity. 
• Partner with MTNN’s Ecosystem Partners to deliver business value. 
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization. 
• Network and build solid relationships with internal units and relevant third parties and develop a close working relationship with relevant information sources to provide an integrated service 
• Provide advice in the formulation and development of Business Intelligence framework, policies and guidelines and ensure compliance of operations with MTN policies and procedures. 
• Contribute to the development Business Intelligence strategies and initiatives to meet targets in alignment with the division /MTN corporate strategy and in response to events or changes impacting departmental activities. 
• Assess resource requirements for the department, propose budget and actively monitor the approved budget, ensuring it is used in accordance with MTN expenditure regulations. 
• Research and understand best practice in tariff planning and strategy and review MTNN tariff/pricing strategy on all commercial /retail tariffs and interconnected tariff regimes and ensure quality in accordance with best practice /MTN standards. 
• Review the budget process and ensure that quality drivers/assumptions for business plans and the business rules are correctly applied to the process and the forecasting scenarios; and improve continually the forecasting strategy and methodology for MTNN. 
• Carry out quality assurance on business plans and pricing analysis in alignment with MTN business planning methodology and pricing strategy. 
• Coordinate/Liaise with departments within Marketing and MTNN on feasibility of any new or modified product or promotion and or activity that requires a financial assessment, to fully understand the impact on MTNN’s business plan. 
• Manage the monitoring of product / promotion / activity to ensure that it adheres to MTNN’s business plan. 
• Assure integrity of financial modeling projects and review the feasibility assumptions used versus actual behavior in market after launch of product, promotion or activity. 
• Review business processes within the department for effectiveness and efficiency in services, identify areas for improvement and execute action plans to eliminate process dysfunction. 
• Interact with regulatory authorities to ensure all aspects of the telecoms industry in Nigeria are properly understood and build relationships with other telecommunications networks to ensure that MTNN is on the forefront on its tariff strategy 
• Identify, evaluate and track the development needs and performance of staff within department, providing opportunities for staff to build on the company’s investment in their training and improve productivity. 
• Coach and mentor the Business Intelligence team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff career development 

Job Title: Senior Manager, Segment Planning & Reporting Intelligence
Core purpose of the Job

• To maintain the organization’s competitive position and profitability by formulating research and development programs; planning and directing all aspects of the organization’s research and development policies, objectives, and initiatives.

Education

• First degree in Social science or any relevant discipline / Masters advantageous 
• Post graduate degree in a related field or an MBA is an advantage 
• Professional Qualification from a recognized Customer Relations Body 

Experience

• Minimum 10 years’ experience including: 
• Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry 
• 4 years’ experience in Business Strategy Formulation and Planning 
• 5 years’ experience in Customer Journey Mapping and Blueprint Development 
• 3 years’ experience in Business Intelligence, Reporting and Analytics 
• Worked across diverse cultures and geographies advantageous 

Job Summary

• Developing and implementing Processes that are aligned to achieving all elements on the financial component of the business score card. 
• Participate in the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains. 
• Participate in Contract negotiations to reduce cost and drive Optimization efforts. 
• Serve customers and provide solutions to improve the customer experience. 
• Partner effectively with critical high value customers to enhance Corporate Brand 
• Improve MTNN’s Net Promoters Score 
• Develop strategies and champion customer centric culture across the organization and develop/reform relationships with internal and external customers to transform the revenue. 
• Strategic Partnerships with leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom line results and company image/reputation. 
• Network and build solid relationships with internal units and relevant third parties and develop a close working relationship with relevant information sources to provide integrated telecommunication services. 
• Partner with MTNN’s Ecosystem Partners to deliver business value. 
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization. 
• Review internal and external activities in relation to the telecommunications industry and direct the development of business goals, policies, objectives and targets as part of the company’s planning and budgeting process. 
• Manage the development of viable plans for the operations of the department to support the company’s strategic initiatives detailing clear implementation roadmap and milestones. 
• Evaluate internal and external sources of intelligence on a continuous basis and carry out telecommunications industry related research / analysis to establish policies in conjunction with Senior Management. 
• Review and approve proposed forecasts and trends for traffic volumes and flow to the Call Center to ensure achievement of key KPIs. 
• Identify viable telecommunications business opportunities and trends and develop strong supporting business cases for Senior Management approvals. 
• Ensure compliance of customer registrations in line with the industry regulatory requirements. 
• Carry out periodic business process optimization and workflow reviews with the aim of achieving effectiveness of processes and improving operational efficiency. 
• Develop metrics required to measure business processes and performance, build tools and job aids for monitoring performance and identify performance variances to facilitate focus and intervention in critical areas for constant improvement. 
• Review telecommunications market research and assess their relevance to the business and activities of the organization, as well as identify implications for MTNN and possible responses. 
• Carry out value adding research in business areas relating to the telecommunications industry. 
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape. 
• Coach and train the business planning team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs. 
• Recruit and Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules. 

Job Title:  Senior Manager, Digital Services
Core purpose of the Job

• To establish Information Systems Capacity Planning function as an ongoing discipline. 
• To determine the right amount of resources required to meet service demands now and in the future culminating in the production of cost-effective capacity plans and procuring of resources/equipment. 

Education

• First degree in any discipline preferably Computer Science or related course 
• MCP, MCSE, CCNA, ITIL 
• Masters Degree in a relevant discipline will be an added advantage. 
• Experience
• Minimum of 10 years’ work experience which includes: 
• Vendor Management/Managed Services Operations Experience. 
• Minimum of 3 years’ experience managing operations of digital services 
• Stakeholder management experience 

Job Summary

• Support the Shareholder return strategy by developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains year-on-year. 
• Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy. 
• Serve MTNN’s customers and provide solutions to improve the customer experience. 
• Drive an increase in MTNN’s Net Promoter Score 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Partner with MTNN’s Ecosystem Partners to deliver business value. 
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization. 
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service. 
• Define and develop a robust capacity management and governance framework to enable the company manage current and future capacity requirements on all IT infrastructures. 
• Model IS services to simulate infrastructure performance and understand future needs. 
• Evaluate and project the impact of actual or proposed changes in hardware and software structures, estimating growth for the demand of application services and infrastructure and regularly presenting current and project system capacities to management. 
• Produce Capacity Plans and document current utilization and forecast requirements, as well as support costs for new application releases. 
• Formulate business requirements, technology solutions and directions for capacity and availability planning culminating in accurate technology purchases. 
• Determine the capacity requirements from the business for new or enhanced IS services, building an annual infrastructure growth plan in alignment with Business plan. 
• Monitor IT systems and services to check that work processed and performance experienced are as specified in the SLAs. 
• Identify the work and levels of service that can be supported by available and/or planned capacity. 
• Investigate current performance areas of IS Systems and identify bottlenecks and develop ideas for performance improvements. 
• Track ongoing availability measurement and forecasting of all IS systems. 
• Monitor trends, risk and impact analysis and establish measures and reporting to reflect business, user and IS requirements. 
• Recommend Technology upgrades, reviewing status and Requirements with application owners and Technology groups and define the approach needed to meet requirements 

 

Job Title: Senior Manager IN & VAS
Core purpose of the Job

• Oversee and strategically direct the Design, planning and optimization of IN/VAS, Support and Maintenance of IN & VAS networks as well as development of innovative products/services.
• Education 
• First degree in Computer Science, Electrical/Electronics, Communications Engineering or related course. 

Experience

• Minimum 10 years’ experience which includes: 
• Minimum of 5 years’ hands on experience in operational support at the management level of VAS and IN systems in a Tier 1 Telecoms operator. 
• Minimum of 5 years’ experience in Vendor Management/managed services operations including contract, SLA management and governance. 
• Extensive experience in managing multiple, diverse and complex stakeholder interfaces. 
• End to End understanding of Ericsson intelligent network architecture and protocols and VAS Services. 

Job Summary

• Support the Shareholder return strategy by developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains 
• Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy 
• Review business plans for MTN Nigeria and manpower imperatives for the organization and determine the organisation’s manning requirements/ manning levels and ensure efficient allocation of manpower for organization effectiveness. 
• Serve MTNN’s internal customers and provide solutions to improve the customer experience. 
• Drive an increase in MTNN’s Net Promoter Score 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity. 
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service. 
• Partner with MTNN’s Ecosystem Partners to deliver business value. 
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization. 

Job Title: Senior Manager, Risk Management
Core purpose of the Job

• To assist Senior and Executive Management with the implementation of proper best practice Risk Management framework, policies and processes; promote competence, awareness and integration, and facilitate an efficient reporting protocol on risk exposures and prevention strategies to key stakeholders.
• Education 
• B.Sc/B.Eng in Any numerate discipline 
• Risk Management qualification would be an added advantage 
• Professional Certification – ACA or ACCA or CIA is required. 

Experience

• Minimum of 10 years’ experience in Risk Management in a Telco, Consulting or an audit firm 
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others 
• Experience working in a Large organization 
• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry 
• Worked across diverse cultures and geographies advantageous 
• At least 3 years financial experience in Business Risk or Auditing 

Training

• Risk management tools 
• Computer and systems training 
• Project Management 
• Principles and practices of ERM 

Job Summary

• Support the Shareholder return strategy by developing and implementing Processes that are aligned to achieving elements on the business score card. 
• Participate in the review of business processes (headcount, process optimisation etc), to drive efficiency gains. 
• Participate in Contract negotiations to reduce cost and drive MTNN Asset Optimization efforts. 
• Provide input into forecasting, planning, and development of the budget for the unit and actively monitor business risk management operations, ensuring expenditure is in line with the agreed budgets. 
• Serve the Division’s internal customers and provide solutions to improve the customer experience. 
• Serve MTNN’s customers and provide solutions to improve the customer experience. 
• Drive an increase in MTNN’s Net Promoter Score 
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization. 
• Provide timely and quality reports to stakeholders including escalation of risk issues in line with appetite and escalation process. 
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service. 
• Partner with MTNN’s Ecosystem Partners to deliver business value 
• Review internal and external business environment and provide input into the development of plans for the roll-out of Risk Management in conjunction with the Business Units across MTNN, in alignment with the Group Risk Management Framework. 
• Analyse long term implications of actions on the viability of the business from a broad perspective and assess the impact of risk management decisions and recommendations on other areas in relation to the organisation 
• Develop, implement and fine-tune methods, processes and systems to enhance divisional performance and ensure MTNN’s operations are driven by best practices to achieve continuous improvement and foster innovation. 
• Provide input into the development of risk management policies and procedures and develop operational plans and targets in alignment with MTNN business strategy. 
• Implement and maintain Business Risk Management policies and procedures and ensure periodic review of their effectiveness and impact. 
• Analyse local conditions utilizing appropriate models and competitor activities and assess potential business risks. 
• Facilitate enterprise-wide risk assessments, mitigation and ownership in all Business Units across MTNN including annual Principal Risk assessment workshop with Excom, in line with the Group ERM framework. 
• Ensure that ERA (risks management system/ tool) is implemented and fully utilized to automate the risk management process within MTN Nigeria. 
• Perform in-depth evaluations on key risks within the organization and assist the business in developing prevention strategies and business continuity plans. 
• Provide input into the development of procedures and processes for crisis prevention and management. 
• Facilitate the implementation of defined project risk management framework and provide ongoing risk identification, assessment, monitoring and reporting to the stakeholders. 
• Support the Insurance unit in its implementation of Insurance risk management per Group framework. 
• Provide Enterprise Risk Management reports to stakeholders and contribute to reports to Audit and Risk Committee on a quarterly basis. 
• Regularly monitor and review resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner. 
• Provide training to management and staff on risk matters and train the use of ERA software, 
• Facilitate the application of the risk maturity model across selected risk specialist areas 

Job Title: RF Planning Engineer
Core purpose of the Job

• To design and plan MTNN radio networks (2G, UMTS, LTE and future technologies) on various layers (including in-building solutions IBS/DAS, FEMTO/small cells etc.) for cost effective deployment of radio network coverage and capacity, towards the achievement of MTNN’s network rollout objectives and marketing/business plan.

Education

• First degree in Electrical/Electronics or Telecommunications Engineering or related discipline

Experience

• Minimum of 3 years’ experience in an area of specialisation 
• Experience working in a medium organization 
• Experience with a GSM or Wireless Telecomm operator 
• Experience working in a multi-vendor network 
• Experience with Ericsson, Huawei and ZTE equipment will be desirable 

Training

• Training on the BSS aspect of a GSM network 
• Radio planning and optimization of GSM and UMTS network 
• Training on vendor equipment and software 
• New technologies training 

Job Summary

• Coverage – Ensuring that coverage is provided in all areas where MTN subscribers live, work and play and to maintain parity with the competitor where necessary. 
• Produce Cost Effective radio designs - ensuring the network will be designed and built in the most cost effective way possible, e.g. rooftops/existing towers/water towers are easier and cheaper to build than greenfields 
• Network Planning functions within the region which will be measured by: 
• Capacity - Ensuring that at any time the network will be able to accommodate the subscriber level anticipated 3 months ahead 
• Technology integration – Ensuring that multiservice sites (2G, 3G, etc) are properly designed and integrated with minimal complexity and good Inter Radio Access Technology performance. 
• Time - Ensuring that network planning and site acceptance will be carried out in a manner to allow sufficient time for acquisition, construction and implementation of BTS and transmission links 
• Maintain at all times a detailed knowledge of the behavior and status of all sites in the region of responsibility. This includes: 
• Nominal plan 
• Planned sites 
• Site acquisition status 
• Build configuration and status 
• Traffic levels 
• Voice traffic indices: GoS (Congestions stats), Dropped call rate, Control Channel failure, HO failure rate, half-rate 
• Data traffic volumes and relevant indices 
• Monitor and report all competitor activities 
• The clutter data and propagation models (Planning Tool: Asset) will be checked at regular intervals to ensure that they offer a true reflection of the propagation environment· 
• Maintain the integrity of the contents of planning tools (esp. ASSET, and other records) and minimize discrepancies from live network 
• Execute the nominal radio coverage and capacity rollout design for the region 
• Carry out the detailed RF design to conform with the nominal rollout plan 
• Monitor and analyze network performance and configuration to ensure KPIs are in conformance with targets for the region 
• Continuously analyze traffic, utilization and subscriber growth in order to foresee needs for capacity expansion. 
• Review, prepare and load cell data for integration of sites onto the network. 
• Evaluate, verify and supervise the planning of MTNN radio networks by managed service 
• Ensure value is created from Customer engagement & Operations: 
• Maintain accurate and thorough Knowledge of the network, especially in assigned region/areas to aid decision making by stakeholders 

 

 

Job Title: Regional Security Coordinator (Abuja & Asaba)
Core purpose of the Job

• To deliver excellence in the coordination of security services in area of responsibility, ensuring that MTNN staff, Assets and Business are protected, thereby enabling greater growth, profitability and enhanced customer satisfaction 
• Effectively and efficiently coordinate Security efforts in area of responsibility by ensuring that security personnel in the Region are given proper orientation and training, assigned jobs/roles per their competencies and motivated to put in their best performance towards achieving MTN Nigeria corporate objectives. 

Education

• First degree in any related discipline 
• Security Certifications (Formal training in Security Supervision/Coordination) 

Experience

• Minimum of 3 years’ experience as Security supervisor in corporate security environment 
• Minimum of 1 year experience in multinational security operations. 
• Minimum of 3 years in Military, Police and other para military services. 

Job Summary

• Implement security policies and Standard Operating Procedures (SOPs) developed by the National Office in the region. 
• Ensure that all incidents are investigated and reported to the Regional Security Manager in line with approved procedures. 
• Prepare analytical and statistical reports on operations and activities. 
• Conduct security survey of critical facilities to determine level of security threat and exposure. 
• Prioritize, assign, supervise, review the work and monitor performance of staff responsible for patrol services. 
• Conduct security briefings and security awareness to security staff and MTNN staff respectively. 
• Risk & Threat Assessment - implement risk management strategy that maximizes personnel safety from violence and the threat of violence in area of responsibility 
• Personnel Security – ensure safety of MTNN personnel on personal security such as street crime, assault, robbery, kidnap in area of responsibility 
• Protecting MTNN Assets – ensure safety of Employees, Business operations, Premises, Information, Network infrastructures in area of responsibility 
• Security Liaison/ Intelligence – maintain a harmonious relationship and contacts with various cadre of various security agencies (Police, Military, SSS, etc) in area of responsibility. Also, exploit the relationship to gain relevant intelligence information that will ensure better protection for MTNN personnel and operations. 
• Investigations – carry out specific investigations on wrongdoing by staff and criminal activities targeted at MTNN 
• Respond to inquiries, investigate and resolve security related problems. 
• Security Liaison/ Intelligence – maintain a harmonious relationship and contacts with various cadre of various security agencies (Police, Military, SSS, etc) in area of responsibility. Also, exploit the relationship to gain relevant intelligence information that will ensure better protection for MTNN personnel and operations. 
• Participate in the selection of patrol staff, staff training, coaching and mentoring and work with employees to implement discipline procedures and execute tasks according to approved guidelines and procedures 
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape. 
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values. 
• Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required. 

Job Title:  Project Manager
Core purpose of the Job

• To plan, manage the CAPEX execution and reporting manage and allocate resources for the execution of IS projects in line with the needs of all business units in the organization and MTN N business plan.

Education

• First degree in Electrical/Electronics, Computer Science / Engineering or related discipline 
• Procession of a professional project management certification (PRINCE2/PMP) will be an advantage 

Experience

• Minimum 6 years’ experience which includes: 
• 3 years’ experience in supervising/managing others 
• Experience working in a medium to large organization 
• 3-5 years’ Project scope Planning and Management. 
• 3-5years experience in Project Portfolio. 
• 3-5 years in Project demand management. 
• 3 years’ experience in managing transformational projects. 
• Experience working in a medium to large organization. 
• Formal project management experience in a telecommunications business environment or in a customer care & billing systems (CC&BS) or an Enterprise Resource Planning (ERP) systems environment 
• Proven experience in Managing large scale digital projects and solutions across complex, trans-national , cross-Functional program and channels 
• Experience of facilitating project coordination and managing expectations across internal, 3rd party and/or client teams according to project requirements and workstreams from kick off to deployment 
• Risk management prior to and during the project execution, managing risks within project timelines, budgets and quality 

Job Summary

• Developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimization, etc.), to drive efficiency gains. 
• Serve the Division’s internal customers and provide solutions to improve the customer experience. 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom line results and company image/reputation. 
• Drive an increase in MTNN’s Net Promoter Score. 
• Track and document changes project scope, identify potential crises, and devise contingency plans and update, prepare, forecast and distribute project status reports to stakeholders 
• Network and build solid relationships with internal units and relevant third parties and develop a close working relationship with relevant information sources to provide an integrated service. 
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience. 
• Carry out feasibility studies in new business initiatives and develop project charter, identifying project scope, expectations, objectives, risks, approach and deliverables with senior management and stakeholders, to support business goals. 
• Develop detailed work plans and identify project deliverables and ensure all projects are well defined in terms of detailed project deliverables, milestones and time frames. 
• Assist in evaluating, tracking and managing the development and performance of team members, to ensure productivity and achievement of business results. 
• Close out project ensuring all resources are accounted for and released appropriately. 

 

Job Title: Business Analyst Pricing & Analytics
Core purpose of the Job

• To support a product from inception to implementation by providing management with financial information e.g. financial feasibility, ongoing performance, revenue splits, rates to be applied as well as determining the business rules relating to the product

Education

• Bachelor Degree in Marketing, Accounting, Statistics, Economics or related fields

Experience

• Minimum of 3 years’ experience with pricing, accounting or financial analysis. 
• Experience working in a medium organization 
• Financial modelling/ forecasting experience 
• Experience with BI tools, SQL reporting and analysis 
• Financial Management or Product Evaluation experience 

Job Summary

• Perform financial assessments, profitability and pricing analysis pertaining to data centric products and offerings. 
• Complete financial models that depict financial viability of product, rates to be applied and revenue shares. 
• Evaluate the impact of various management proposals, provide supporting data and information for decision support and maintain formal processes through to proposal (Business Cases Development). 
• Evaluate the impact of MTNN Value Propositions and P&S to ensure that insights on performance and review of such (VP and P&S) are provided for decision making. 
• Incorporate business rules within a financial model to enable the effective evaluation of the product. 
• Recommend alternative business case and/or financial scenarios to achieve the most favorable financial return and risk profile for MTNN. 
• Research and provide on-going reporting and performance monitoring on useful competitive intelligence from multiple data sources 
• Prepare pricing and proposition documents for management approval as per agreed process design. 
• Supervise Tariff Administrator to ensure rates have been setup on the rating systems as approved on the rate control documents. 
• Monitor and ensure adherence to MTNN tariff strategy and ensure all documented and implemented rates are as approved by the Business. 
• Benchmark competition and international operators tariff regimes in order to advice and recommend appropriate actions to the Business. 
• Prepare pricing and proposition documents for management approval as per agreed process design. 
• Team up closely with Product and Services, Business and Consumer Divisions (Marketing Department) to provide continuous 2-way communication regarding the financial aspects of the product under assessment. 
• Participate in the entire project lifecycle from new product evaluation and product implementation to ongoing product evaluation 
• Act as a key partner to the creation of appropriate business case financial metrics and the continual assessment of the appropriate application of these metrics to financial analysis 
• Ensure customers engagement when Proffering financial advice, guidance and analytical support to the department to ensure negotiated contracts adhere to the future profitability expectations of MTNN and minimize risk to the business 
• Work cross-functionally with other departments / teams to provide front-end and ongoing decision support for key business and financial decision 
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape. 
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values. 

Job Title: Manager, Internal Audit
Core purpose of the Job

• Manage review of assigned processes (e.g. fixed assets), ensure proper identification of risk areas/control gaps and proffer solutions to mitigate the risks.

Education

• B.Sc/HND in Accounting or any related discipline 
• Professional Certification – ACA or ACCA or CIA is required. 
• Experience 
• Minimum of 6 years’ experience in Risk Management in a Telco or an audit firm 
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others 
• Experience working in a medium organization 
• Strong Data Analytics skill with SQL, ACL, BIB, SAS etc. 
• Training 
• Process documentation and review 
• Business risk management 
• General management 

Job Summary

• Support the Shareholder return strategy by developing and implementing Business Risk Management Processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains. 
• Serve the Division’s internal customers and provide solutions to improve the customer experience. 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Drive an increase in MTNN’s Net Promoter Score. 
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service. 
• Maintain effective working relationships with internal and external suppliers. 
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience. 
• Review strategic initiatives of MTNN and identify Critical Success Factors (CSFs) and cause and effect linkages among strategic objectives and related metrics. 
• Plan audits by understanding organization objectives, structure, policies, processes, internal controls, and external regulations; identifying risk areas; prepare audit scope and objectives. 
• Develop and manage work programs for audit projects /assignments (i.e. define timelines and monitor adherence) as well as perform quality control and assurance. 
• Perform an assessment of risks and internal controls and identifying areas of non – compliance as well as identifying weaknesses, inefficiencies and operational issues. 
• Track and monitor key business processes, identifying servicing/operational constraints and gaps, analyzing and providing feedback/recommendation to attaining service excellence and cost effectiveness. 
• Perform financial, operational, system and process audits of the MTNN’s business units and operations and identify process dysfunction, causes and possible solutions, as well as establish the approach to delivering related improvement initiative. 

Job Title: Manager Customer Support (Strategic & Global Accounts)
Core purpose of the Job

• Implement strategies for the support and management of MTN Business strategic customers through effective and efficient customer engagement and enhanced key account management strategies (prompt fault management & feedback, churn management, continuous service reviews, SLAs adherence, account receivables and generally provide best in class customer experience)

Education

• First Degree or equivalent in Social or Management Sciences, Humanities etc 
• Professional Certifications and/or MBA will serve as added advantage 

Experience

• Minimum 6 years’ experience which includes: 
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others. 
• Experience working in a medium to large organization 
• Experience in managing multinational accounts 
• Customer Relationship Management 
• C-level engagement experience 
• People/Stakeholder management 
• Data Interpretation and Reporting 
• Advanced proficiency in the use of Microsoft Excel spreadsheets and Microsoft Word 
• Membership of Professional Customer Service/Relations associations 

Job Summary

• Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains year-on-year. 
• Support the SM, EBU Customer Support ( Relationship Management) in ensuring at least 90% collections on monthly, quarterly and yearly invoices due for payment 
• Maintain 5% debt to revenue ratio for all customers within assigned segment. 
• Serve the Division’s internal customers and provide solutions to improve the customer experience. 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity 
• Drive an increase in MTNN’s Net Promoter Score. 
• Drive customer trust via customer connect ( weekly on-site visitation) 
• Periodic review of customer service plans to track and manage EBU Run rates 
• Manage performance, engagement and motivation of ALL customer support staff in assigned enterprise customer segment 
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service. 
• Maintain effective working relationships with internal and external suppliers. 
• Provide leadership, guidance, support and direction for Customer Support Partners 
• Engage major stakeholders in various units/divisions to ensure resolution of ALL customer support related issues 
• Implement ALL customer support SLAs, service plans and PPPs for strategic customer segment 
• Take overall responsibility for account receivables from customers in segment 
• Achieve a minimum of 80% scores in annual Customer Satisfaction Index survey for enterprise customers 
• Implement the Strategic Enterprise Customer Support framework while measuring and monitoring overall team performance with regards to customer satisfaction on all customer touch-points 
• Manage/implement churn and retention strategies by proactively managing all churn indicators, identifying and mitigating against such. 
• Drive 90% field presence via setting and tracking daily/weekly calls 
• Facilitate the provision, execution and management of customer support OPEX and other budgetary provisions 
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs. 
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules. 

Job Title: Manager, Regional Sales
Core purpose of the Job

• To develop and drive the Regional Enterprise Business to include SME, Corporates and Public Sectors sales strategy in the regions to ensure return on investments, profitability and customer satisfaction

Education

• First degree in Business Administration or any related discipline 
• MBA will be an added advantage 

Experience

• Minimum 6 years’ experience which includes: 
• 5 years professional selling experience to strategic/corporate/SME/Govt. in relevant industry (Oil & Gas, Telecoms, FCMG) and vast regional knowledge. 
• Excellent business acumen and negotiation skill 
• Account Management – Identify and develop robust pipeline of prospects 
• Leadership skills 
• Experience in the enterprise market and sales management in the telecommunications industry 
• Experience in developing key accounts as well as sourcing new business opportunities 
• Knowledge of functions & operations of the Telecommunications industry. 

Job Summary

• Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card. 
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains. 
• Take appropriate managerial action to ensure targets are met or exceeded when routinely monitored (sales, trend, and profitability analysis, profit margins, return on investment (ROI), market share and value). 
• Develop compelling business cases (motivations) for investment in regional and SME sales, clearly identifying return on investment and risk/s. 
• Set monthly and quarterly targets for regional sales. 
• Serve the Division’s internal customers and provide solutions to improve the customer experience. 
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation. 
• Drive an increase in MTNN’s Net Promoter Score. 
• Implement standard sales strategies that are tailored to the needs of the region or sales campaign. 
• Review market and internal conditions and develop sales strategy that grows MTN Business revenue streams. 
• Integrate quality management procedures to all business processes within the regional sales function and their effective deployment on a day-to-day basis. 
• Ensure cost-effective management and sales campaigns for all Enterprise Business accounts in the regions. 
• Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all sales targets and KPI’s are met or exceeded. 
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs. 
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules. 

Job Title: Master Brand Manager (VAS/MFS/Promotions)
Core purpose of the Job

• To develop VAS, Mobile Financial services and Enterprise solutions campaigns that build strong brand equity as well as guide customers into the immersion of a bold new digital world so they can make progress in life. 
• To develop a communication message that will position MTN as network of choice in the minds of individual customers and business entities thereby achieving mental leadership in the adoption of products, services and solutions. 
• Leverage brand assets to drive customers&rsq
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